Be the one building AI-powered experiences where they matter most.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
Role Overview:
The Senior Manager, Development (CRM) leads a team of engineers responsible for building, enhancing, and maintaining CRM capabilities within the Genesys Cloud platform. This role partners closely with product, design, and business stakeholders to deliver scalable, reliable, and secure customer engagement solutions. The Senior Manager drives technical strategy, ensures high-quality delivery, and fosters an inclusive, collaborative engineering culture. This leader also aligns CRM initiatives with broader platform architecture and business goals.
The Genesys Cloud CRM integration platform powers integrations with Salesforce, ServiceNow, Zendesk, Chrome, and our embedded framework. As Senior Manager, CRM Integrations, you will lead teams responsible for building and scaling deep integrations with telephony providers, customer relationship management platforms, and the AWS ecosystem.
This role requires strong leadership capability, technical depth, and the ability to operate effectively across product, engineering, and partner-facing work. You should have a solid understanding of modern web UI frameworks and REST API-based architectures, along with a track record of leading teams through complex technical and operational challenges.
Location: Remote within US (not limited to the states that the job is tagged to)
Key Responsibilities:
Lead and scale multiple agile engineering teams delivering high-impact CRM integration capabilities across the Genesys Cloud platform
Own end-to-end delivery across integration domains, ensuring alignment on priorities, dependencies, and execution outcomes across teams
Drive technical strategy for CRM integrations, enabling scalable, reliable, and secure solutions across Salesforce, ServiceNow, Zendesk, and partner ecosystems
Influence architectural decisions across teams, balancing short-term delivery with long-term platform evolution and performance
Partner with Product Management and senior stakeholders to translate business priorities into execution plans that deliver measurable customer and platform impact
Build and evolve modern integration architectures using REST APIs, cloud-native services, and web-based UI frameworks
Strengthen engineering excellence by driving best practices in code quality, testing, CI/CD, and operational reliability
Develop and mentor managers and engineers, fostering accountability, growth, and a culture of collaboration and continuous improvement
Identify and resolve delivery risks early, ensuring predictable execution across complex, multi-team initiatives
Collaborate with internal architects and external partners to design and deliver strategic integrations that expand platform capabilities and ecosystem value
Required Qualifications:
Proven experience leading and developing high-performing software engineering teams in cloud or SaaS environments
Strong technical background in system design, scalability, performance, and reliability
Experience working with CRM platforms or customer engagement systems
Familiarity with CRM integration interfaces such as OpenCTI, Lightning, APEX, or OpenFrame
Experience with modern JavaScript or TypeScript frameworks such as Vue or Svelte
Demonstrated ability to define and execute technical strategy aligned with business objectives
Strong cross-functional collaboration skills with product, design, and engineering stakeholders
Track record of delivering complex, multi-team technical initiatives with high quality and predictability
Preferred Qualifications:
Experience with large-scale cloud platforms such as AWS, Azure, or GCP
Familiarity with contact center or customer experience technologies
Experience with serverless architectures, including AWS Lambda, and frameworks such as NestJS
Background in API and microservices architecture design and integration
Experience leading distributed or globally diverse engineering teams
Strong data-driven mindset with experience using metrics to guide engineering improvements
What Makes This Role Exciting:
This role offers the opportunity to make a meaningful impact by shaping CRM capabilities within the Genesys Cloud platform, supporting customer experiences at global scale. You’ll work with modern, cloud-native technologies to build innovative solutions that directly influence how organizations connect with their customers. As a Senior Manager, you’ll play a key role in driving technical direction while empowering a high-performing engineering team. This is a chance to lead impactful work while staying close to cutting-edge technology.
#LI-Remote
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Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$182,800.00 - $321,400.00
Benefits:
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Click here to view a summary overview of our Benefits.
Working at Genesys
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AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
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A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
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Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
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Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
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Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
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Our Talent Acquisition team reviews your application with the hiring team.
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A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
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We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
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After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
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Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
